Senior Manager, CRC Northeast Asia
Hong Kong, HK, HK


Management and Growth of the Contact Center

Daily Operations

  • Responsible for the daily management of the Richemont Contact Center
  • Continuously manage, oversee, and improve Contact Center operations
  • Implement effective process / workflow adjustments based on workload and analysis of statistical data
  • Define and agree on Brand Service Level Agreement(s) within Richemont Contact Center
  • In compliance with the service guidelines / rules, respond flexibly to customers’ expectations and optimize service standards
  • Ensure pre-defined qualitative and quantitative KPI’s are achieved and exceeded
  • Monitor team interactions across all mediums (phone, email, chat, social media, etc.) to ensure all Contact Center goals are met and exceeded
  • Lead the Contact Center sales team and help drive the Contact Center to achieve brand e-commerce sales targets
  • Reporting

  • Analyze reports and provide key performance results to members of the Richemont and brand executive team
  • Forecast and analyze information against budget statistics on a regular basis
  • Develop reporting metrics and KPI’s to ensure the quality operation of the Contact Center
  • Staff management

  • Forecast volumes and schedule staff to meet operational need
  • Define and allocate tasks with everyone’s responsibility level
  • Provide feedback throughout the year and administer the annual performance appraisal process
  • Develop strong service culture, motivate the Contact Center staff, and sustain that approach on a day-to-day basis, provide support and guidance as necessary
  • Fix targets for each member of team, monitor, and assess their performance
  • Provide performance on the staff to brand management
  • Develop a continuous recruitment and training programme for the contact center
  • Develop framework and methodology to help staff meet brands’ sales targets
  • Technology

  • Become an expert in using all Contact Center relevant tools and provide training for the Contact Center team
  • Collaborate with IT and marketing teams to ensure all deliverables are achievable within business systems and that improvements are constantly affected to the system
  • Language skills

  • Excellent communication skills in both verbal and writing in Cantonese, Mandarin and English

  • Demonstrated project management, people management and leadership competencies and skills
  • Prior experience with e-commerce web / phone sales, ability to help drive a customer as well as sales-oriented contact center
  • Expert knowledge of counselling, coaching, and mentoring strategies, as well as providing performance feedback
  • Proficiency with the Windows environment and knowledge of Contact Center and CRM tools Salesforce environment, Power BI
  • Excellent planning, organizational, time management, and analytical skills
  • Able to lead in a customer centric environment where continuous improvement is a must
  • Outstanding verbal, written, and presentation skills required must be able to interact professionally with personnel at all levels
  • Ability to analyze information, identify problems and develop action plans

  • 6+ years of directly related call center / customer service management experience, preferably in the retail eCommerce industry
  • Seasoned and knowledgeable about customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making
  • Background in eCommerce, especially the luxury retail sector is preferred
  • Independent and able to treat confidential information
  • Assertive, flexible, dynamic, enthusiastic, proactive, rigorous, supportive, team player
  • Willing to travel occasionally
  • Experience from a group environment a plus
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